Returns & Refund Policy

Overview

Due to the nature of our products, all sales are considered final. We do not accept returns for products that have been opened, used, or handled after delivery.

However, we stand behind the quality of our products and will work with customers to resolve issues related to damaged, incorrect, or lost shipments.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

To process a claim, include:

  • Order number

  • Clear photos of the outer packaging

  • Clear photos of the product(s) and issue

Once reviewed, we will determine an appropriate resolution, which may include:

  • Replacement product

  • Store credit

  • Refund (in select cases)

Lost Shipments

If a shipment is lost in transit, please contact us so we can initiate a carrier investigation.

Refunds or replacements for lost shipments will be handled on a case-by-case basis once confirmation is received from the carrier.

Non-Returnable Items

We do not accept returns or offer refunds for:

  • Opened or used products

  • Orders where the customer entered an incorrect shipping address

  • Delays caused by the carrier

  • Improper handling or storage after delivery

Order Changes & Cancellations

Orders may be canceled or modified before they are processed for shipment.

Once an order has been processed or shipped, it cannot be canceled.

Refund Method

If a refund is approved, it will be issued to the original payment method used at checkout.

Please allow several business days for the refund to appear, depending on your payment provider.

Customer Responsibility

Customers are responsible for:

  • Ensuring accurate shipping information

  • Being available to receive deliveries

  • Proper handling and storage upon arrival

General Disclaimer

All products are intended for laboratory research use only and are sold as such.
By placing an order, the customer acknowledges responsibility for proper use, handling, and compliance with applicable regulations.

Contact

For any issues related to your order, please contact:
Info@helixeralabs.com